Refund & Exchange Policy

1. Overview & Eligibility

Many of our products are perishable, handcrafted, or made to order. For this reason, we do not accept returns or exchanges for change of mind. We do, however, stand behind the quality of our products. You may be eligible for a refund or exchange if your order:

• Arrives damaged or defective
• Is significantly different from what you ordered (incorrect product, wrong size, or wrong configuration)
• Is not delivered at all

2. Timeframe for Reporting

To be eligible for a refund or exchange, you must notify us within seven (7) days of the delivery date. Requests received after this period may be declined at our discretion. Please inspect your order promptly upon delivery and contact us as soon as possible if there is an issue.

3. How to Request a Refund or Exchange

To request a refund or exchange, please email us at petalsandchocs@gmail.com with the following information:

• Your order number
• A brief description of the issue
• Clear photographs of the damaged or incorrect product, including the packaging
• Your preferred resolution (refund or exchange)

4. Assessment & Approval

We will review your request and respond within three (3) working days. We may request additional information or photographs to help us assess the issue. Once your request is approved, we will confirm the resolution and any next steps by email.

5. Refunds

Approved refunds will be processed through the original payment method used at checkout (via our payment gateway, CHIP Collect) within fourteen (14) working days of approval. We do not offer cash refunds. Depending on your payment provider, it may take additional time for the refund to appear in your account.

If your order is cancelled by us after payment has been made (for example, due to a product being unavailable or a pricing error), we will issue a full refund through the original payment method.

6. Exchanges & Replacements

For damaged or incorrect items, we may offer a replacement subject to stock availability. If a replacement is available, we will arrange to send it to you at no additional cost. If the identical item is out of stock, we will offer you an equivalent product of equal value or a full refund, at your option.

7. Non-Refundable Cases

The following situations are not eligible for a refund or exchange:

• Change of mind or personal preference
• Failure to provide an accurate or complete shipping address
• Failure to collect or receive a delivery after reasonable courier attempts
• Damage occurring after delivery, including improper storage or handling of perishable products
• Products that have been used, consumed, or altered from their original condition
• Minor variations in colour, size, or arrangement that are inherent to handcrafted or natural products

8. Cancellations

You may request to cancel your order before it has been dispatched. If we are able to cancel the order before dispatch, you will receive a full refund. Once an order has been dispatched, it can no longer be cancelled and this Refund & Exchange Policy applies instead.

To request a cancellation, email us at petalsandchocs@gmail.com as soon as possible with your order number.

9. Return of Products

In most cases, you will not need to return a damaged or defective perishable product. Where a return is required, we will advise you by email and provide a return address. Return shipping costs for confirmed defects or incorrect items will be borne by us. Please do not send any product back without first contacting us.

10. Changes to This Policy

We may update this Refund & Exchange Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised date. Your continued use of our website after any changes constitutes acceptance of the updated policy.

11. Contact Us

If you have any questions about this Refund & Exchange Policy or wish to request a refund or exchange, please contact us at:

Petals and Chocs
SETIA ASPIRASI SDN BHD (202101019218)
Email: petalsandchocs@gmail.com